Senior Customer Experience Manager

vor 1 Woche

Munich, Bayern, Deutschland zooplus SE Vollzeit
About the Role

We are seeking a dedicated and strategic professional to join our Product Organization as part of the Customer Research & CX Insights Team. In this key role, you will be instrumental in measuring customer experience and identifying opportunities to enhance it.

Key Responsibilities
  • Develop and Implement CX Strategy: Create and execute a comprehensive Customer Experience strategy that meets and exceeds the needs and expectations of our customers.
  • CX Management Tool Implementation: Lead the implementation of the CX Management Tool (Qualtrics) to ensure seamless data collection and analysis.
  • Customer Journey Mapping: Define customer journeys and individual measurement points at various touchpoints to gain a deeper understanding of our customers' experiences.
  • Interdisciplinary Collaboration: Work closely with marketing, sales, product development, and customer service teams to ensure a seamless and consistent customer journey.
  • Data Analysis and Insights: Analyze customer data, feedback, and relevant KPIs to evaluate the success of CX initiatives and derive action recommendations for continuous improvements.
  • Research Project Coordination: Coordinate, execute, and analyze quantitative customer research projects to inform CX strategy and decision-making.
  • CX Goal Communication: Communicate CX goals, progress, and insights to management and other relevant stakeholders.
Requirements
  • Master's Degree in Relevant Field: Successfully completed Master's degree in Psychology, Economics, or a comparable qualification.
  • Professional Experience: At least 4 years of professional experience in the field of CX Management.
  • Research Methodologies: Experience with quantitative and qualitative research methods (market research, analytics, user research, etc.).
  • CX Management Tools: Proficient use of CX management and feedback tools (e.g., Qualtrics).
  • B2C Customer Journeys: Extensive experience in developing B2C customer journeys in the e-commerce context and creating customer personas.
  • Digital CX Improvement: Practical experience in improving the digital customer experience through dedicated collaboration with various departments and teams.
  • KPIs and Analytics: Familiarity with using KPIs such as NPS, customer satisfaction ratings, analytics KPIs, etc.
  • Language Skills: Native-level German skills and excellent English skills, both written and spoken; additional European languages are advantageous.

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